It is a truism that it costs businesses far more to acquire new customers than to retain existing customers. And yet, according to a report published in Harvard Business Review, most companies still use the customer acquisition rate…

Increasingly, consumers want to communicate by messaging It’s no surprise that today’s consumers are increasingly digital, and that more consumers than ever expect to be able to handle customer service interactions over digital channels. Consumer expectations are clear:…

In March, Apple Business Chat launched in beta in the U.S. with iOS 11.3. Business Chat enables users to communicate directly with businesses through the Messages app on iPhone and iPad. InTheChat is a customer service provider that…

The successor of the humble emoticon, emojis have taken digital messaging by storm and have become the new messaging feature that people love to hate. There are some that claim that emojis are destroying our ability to communicate…

In considering how to move forward with formulating strategy for digital customer service, it’s important for companies to understand what is driving the rising demand for customer service over digital channels. Consumers aren’t just switching to digital channels…

Suddenly, everyone is talking about bots. As homescreens become more and more overwhelmed with multiple apps, bots are seizing an emerging opportunity: providing the same services offered by apps within a single messaging platform. Facebook Messenger, Twitter, WeChat,…

San Jose, Tuesday, April 18 – Every April Facebook hosts its annual F8 Conference, offering two days’ worth of activities aimed at keeping participants up-to-date with the platform’s latest developments. The conference provides an excellent venue for showcasing…

In 2009, Keith Ferrazzi announced the birth of the Relationship Age: an era characterized by technology-enhanced interconnectivity where “trust, conversation, and collaboration are top of mind and top of agenda.” Ferrazzi spoke from a point in time where Twitter…

SMS Text messaging technology is enjoying a resurgence as a way for customers to contact business’ sales and service. It’s widely viewed by customers and agents alike as a pleasant alternative to voice. Over 80{37abcf34a54b93343e5398ae04805616021ee806af480764212b11c4286aaf7a} of people use…

Delight is more than just satisfaction. Delight is a type of happiness provoked by the unexpected; by something that stands outside the norm of everyday experiences. As the digital revolution has gathered momentum, it has become widely understood…